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Call Center

Call Center Training

September 1, 2006

The field for call center training is expanding rapidly - perhaps because there are so many new call center agents being hired on a daily basis. It is staggering that even in the US the pace of call center growth is brisk. As these agents are hired, call center training becomes a more important issue as some call centers have had turnover rates in the hundreds of percent range.

This subject came up recently as I was discussing Call center training with a coworker who told me Ulysses Learning wants to be known as the call center training company.

Certainly there are many companies looking to be leaders in call center training and with thousands of new agents being hired each day there is lots of opportunity out there. Hopefully companies like Ulysses are targeting Dell and other companies who are getting slammed for hiring untrained call center agents.

One can only hope companies take call center agent training more seriously as the world becomes more competitive and people like Lou Dobbs begin to berate companies who not only use overseas agents but who take a customer service hit for doing so.

See also:

Dell: More, Not Better, Call Centers The Answer!
The CRM Week In Review
Dell Call Center Deja Vu
Sales slump prompts Dell to rethink strategy

Tier One Service Providers Worldwide

September 1, 2006

I have never seen so many registrations form Tier one service providers at any previous TMC event. This Internet Telephony Conference & Expo this October will have a massive showing of Tier 1 and smaller providers. In addition we are getting major decision makers – the technical people. We are still on track for about 9,000 total attendees which will be split – not exactly equally - between service provider, enterprise and reseller.

ITEXPO – Early Bird

August 28, 2006

Time is running out to take advantage of early-bird pricing for Internet Telephony Conference & Expo. A reminder to my blog readers that the time is now to save up to $1,000 on a registration. That, my friends is a whole bunch of iPods, SIP phones, infinity Asterisk servers (assuming you have the hardware ), and since we are heading into back-to-school season – that’ll buy you about two entry-level student-ready laptops.

I am really jazzed about this event because we have some of the best speakers we have ever had at our ITEXPO conferences and the breadth and depth of knowledge you will receive over the course of a few days is almost beyond explanation.

It should be noted that TMC has also partnered with other groups to make our already top-ranked conference program even better.

Remember finally that TMC remains the only conference company in IP communications to guarantee your conference registration.

By the way -- we have yet to have a single person take us up on this guarantee (even after thousands of conferees) and we are proud of this fact.

For your hard-earned conference dollars you should just say NO to Industry Per/Sales-spectives.

Here are some of the companies presenting in San Diego

8x8 Acme Packet Aculab Alcatel AT&T Audiocodes Avaya Baypackets
Broadsoft Cisco Systems Citel Covad Dash911 DecisionOne   Deloitte
Digium DiTech Networks Eicon Networks Envox Equinix Forum Communications Global IP Sound Global Touch IDC  In-Stat IntelliCom Analytics Inter-tel Iotum Iperia Iwatsu Jon Arnold & Associates Juniper Kayote Lucent Technologies Microsoft Mitel Motorola NEC Net2Phone Neustar NexTone NMS Nortel Paetec   Pingtel
Quintum RNKVoIP Samsung Sangoma Sentito Siemens Sonus Spectralink Stealth Communications Sun MicroSysytems SunRocket Switch & Data Talkswitch Telchemy The Eastern Management Group Tier1 Research Toshiba U4EA Unimax Verizon Vertical VoIP Inc. VoIP Shield Vox XO Communications Zultys


Take a look at this list of conference tracks/workshops on the program:

Service Provider Solutions
Voice Peering Workshop
IMS Expo (Colocated event)
IPTV Evolution Workshop presented by FierceMarkets
Mobility Summit
WiFi Telephony Summit
Conferencing and Collaboration
Large Enterprise Deployment Workshop
VoIP for SMB
Enterprise/Government Solutions
TMC University IP PBX Certification Courses
Call Center 2.0 (Colocated conference)
IP Communications Development
SIP Workshop
Open Source Summit
Asterisk Training
VoIP Security for Consumer/User

I hope to see you at the event October 10-13, 2006 at the San Diego Convention Center.

ITEXPO – Unbelievable Sign-ups

August 28, 2006

Latest Communications Solutions

August 28, 2006

More Job Openings

August 21, 2006

I came across some job openings from Dennis Young of TELL/COM RECRUITERS. If you have interest just e-mail for more info.

Here are the details:


I have two immediate opportunities and these people can live anywhere in the United States. They are looking for a person who is (or has recently been) a customer facing Sales Engineer with any of the following domain expertise: Contact Center, CTI, IP Telephony or IVR/Speech.
The total compensation ranges between 115–125K. This client is very stable, profitable and is in a growth mode so I don’t expect anyone who wins this opportunity will be looking for another job too soon.
I’m also interested in hearing from anyone in your network (Sales, Marketing, Engineering, Professional Services and Management) who have outstanding credentials within the Convergence Industry who might be shopping for opportunities before the end of the year?

Verizon Wireless a Call Center 2.0 Case Study

August 21, 2006

The wireless communications sector is one of the more interesting businesses around as they generate billions and billions in revenue and spend millions on ad campaigns such as “We have the least dropped calls.” It just seems so weird in the world of business. Could you imagine a hospital billboard with a slogan like “Least accidental deaths?” How about a political campaign ad – “Lowest infidelity rate.” Or better still how about a slogan from McDonalds – “Least obesity-related illness!”

But the people in the wireless industry don’t see things as funny as I do and some of them are looking for ways to clearly annihilate their competition.

Over the past years I have written about Verizon Wireless many times. I always said their network was fantastic but they had a slew of other problems. Some of my early articles discussed problems the company was facing with customer service issues.

Sprint Interview

August 15, 2006

Here is the partially edited interview I had with Tony Krueck, VP of Product Development at Sprint. This was a great interview for me as I really learned a great deal about what Sprint is up to and how they are embracing IMS. It is along interview but it wasn't edited down because there is some great content in here.

An eagle-eyed reader noticed this interview took place before the recent Sprint WiMAX news. Here is a link to that news.

Rich Tehrani 's Executive Suite is a monthly feature in which leading executives in the VoIP and IP Communications industry discuss their company's latest developments with TMC president Rich Tehrani , as well as providing analysis on industry news and trends.

Eicon Networks Buys Intel Dialogic Division

August 9, 2006

As I have been writing about for a few months, the Dialogic Division of Intel has been sold. Eicon Networks is the buyer and I am looking forward to finding out more details and sharing them with you.

This is potentially good news for the entire communications space for the following reasons. This division of Intel had the massive resources of corporate behind them but the challenge was for such a large company to focus on so many things. There are obviously synergies that will be lost as a result of this division being sold but on the flipside if this newly freed division goes back to its super-aggressive Dialogic ways -- it could result in much more rapid growth for not only for them but the industry as a whole.

New Call Center Update

August 3, 2006

Here is a list of some of the newer call centers that have been launched around the world. There has been tremendous growth worldwide but this list has a good deal of domestic activity. I have been having some formatting problems with this table -- hope this shows up ok on your browser -- it crashed mine already once today.   Here is the link to the New Call Center page on our site.   Company  Location Initial # Of Seats Expected # Of Seats Expected Open Date Sovereign Bank  New Bedford, MA 100 N/A 6/1/2006 Alltel El Paso, TX 330 330 7/1/2006 IntelliRisk Management Corporation Pampanga, Philippines 450 N/A N/A Crescent Processing Company Sherman, CO 110 N/A 7/1/2006 Cardinal Health Inc. Louisville, KY N/A N/A 1/6/2006 Pinnacle Business Solutions Inc. Little Rock, AR N/A 650 1/6/2006 FTD Sherwood, AR N/A 250 12/1/2005 Verizon Newark, NJ 400 N/A N/A N/A N/A N/A N/A N/A Connextions Inc. Concord, North Carolina 300 N/A N/A Accent Contact Centres Lima, Peru 64 500 8/1/2006 Jacksonville, FL Fidelity 1200 N/A 6/15/2006
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